James Lake Email and Phone Number

Knowledge Management are responsible for developing, designing, maintaining and promoting Knowledge solutions across the Telephony and Community Banking estates as appropriate. Using internal system tools I deliver finger tip procedural and product information to support colleagues in helping customers.The role is responsible for delivering and maintaining robust Knowledge for colleagues to use whilst servicing customers. Solutions need to be presented in an quick & efficient way allowing lightening quick responses to customer demands.

A key link between our business' digital proposition to customers and customer facing colleagues. I capture aspects of customer feedback, frustrations and struggles and then work with a team of digital programmers to design customer centric solutions that will make their lives easier and increase their advocacy of our services. I spend half of my time based in central London and the other half of my time based at one of our customer facing sites in Newport.

Key Responsibilities• Comfortable in challenging and influencing stakeholders at higher & lower levels. • Able to deputise for colleagues. • Undertakes complex reviews / analyses in terms of scale, scope and specialism. • Recognised by peers as a high level subject matter expert – ability to be sole representative for the area & Specialist in others.• Clear & effective communicator at all levels, with an effective style that puts colleagues and customers at ease. • Building strong relationships throughout the business and meeting customer needs. • Excellent conversational skills which demonstrate empathy and sensitivity, to deliver feedback that is equal in both challenge & support. • Passionate about meeting customer needs through great service with the ability to inspire & lead others in the achievement & recognition of success. • Understands importance of and adheres to all regulatory requirements within business area.